CHAPTER 1

THE PROBLEM AND ITS BACKGROUND

Introduction

Customer service is the set of standards of policies and expectations that a

company have been created and adopted over the years. The standards will cover all the
points of contact that the business have with the customer. In a sense, the customer
services are the expectations or rules to conduct the customer transaction and how will
the company want their customer to feel about their experience within the premises. After
all, some of the customer buy based on their emotions rather than reason or logic. With
the exceptional customer care, it will inspire the future purchasing behaviour more than
the facts and data. The spa business these days offers the same wellness and beauty
service that requires a certain service standard (Sisk 2018).

In today’s generation, in the competitive markets the great products is not always
enough to maintain the existing customer and to attract new ones. There’s always a
challenge that the business will face that will allow the companies, customer service
standards to flip. With more products and services available to choice from ever than
before, it is easy for the customer to leave the companies products and services and put a
complaint or a negative review online about how terrible their customer service are, so
the business should maintain their customer service in good ways to satisfy their
customer.

As stated by Amezaga (2018), service standards is refer to the interactions

between the customer and business that resulting it to the customer expectations.
Response time, resolution, efficiency, and empathy can go along the way in building a
deeper relationship between the customers.

Nowadays, as told by Amezaga, with a lot of suppliers and a very least amount of
monopolized products it said that the real challenge is to maintain customers and that the
company should stick in maintaining their quality products to refrain from losing a
customers. Quality service is a major aspect in the customer growth in modern

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commerce, so it should be focus on especially in a company that offers massage spas that
heavily leans with overall quality of stay and customer satisfaction.

With the attention focused these days on the botanical beauty products, holistic
remedies, and organic product and it’s not a surprise that the interest in spa treatments
treatment will raise significantly. Every customer in particular is eager to look good,
younger, and even feeling good.

Therefore, this research study aims to know the Service Standard of D’Bamboo
Body Massage Spa in Dagupan City, Pangsinan and to have a knowledge about
establishing a better service standard for customers, products, and even the environment,
which will make the spa management, spa operator, and spa clients to benefit from this
collective data to approach for the professional operation of spa and with the client well-
being.

The proponents choose to study this Service Standard, is it because the service
standard helps to define what the customer will expect from the service offered by the
business and how it should be delivered by the service it provides. And it specifies the
requirements that should be attaining by the service establish to fit for its purpose of the
business.

This study can also help the future researchers to use this as their preference for
their future research study. This research will provide the data regarding service
standards of spas, and this will cover all the points of contact in the business may have
with the customer, so the proponents decided to choose this study.

Statement of the Problem

The purpose of this study is to describe the service standard of D’Bamboo Body
Massage Spa in Dagupan City for the enhancement of the service operation of the spa.

More specifically it seeks to find the answer the following sub-problems:

1. What is the status of Service Standard of D’Bamboo Body Massage Spa in

Dagupan City, Pangasinan alongside the following areas?

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 a. People

b. Products, and

c. Environment?

2. What are the encountered constraints related to the Service Standard of

D’Bamboo Body Massage Spa?

3. What measures can be proposed to improve the Service Standard of D’Bamboo

Body Massage Spa?

Significance of the Study

The significance of this study is to have an extension of information and

revelations of service measures and the related sections.

Management of D’Bamboo Body Massage Spa – this will provide them more data on

how to maintain their standard especially within the service standard. It'll offer
assistance them to steady their company. This inquire about is in significance of making a
difference D’Bamboo Body Massage Spa to make strides their service and limit
their blunders and shortcomings. The result will provide a few strategies to
maintain D’Bamboo Body Massage Spa profitability.

Other Management of Spa and Wellness Companies - In spite of the fact

that this study is select to D’Bamboo Body Massage Spa, this will be
the forerunner information for the consider because it gives understanding towards the
company's service standard stages, and ideally ought to be as compelling as in other spa
businesses with comparative models of management and economy.

Customers- Researchers also conducted this study for the customers, it will help
them to be aware of what kind of service standard that they encounter in every spa. This
study is also about maintaining the service standard of D’Bamboo Body Massage Spa, so
it can be an advantage for the customers since they can effortlessly believe the
D’Bamboo Body Massage Spa.

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 Business Administration Major in Financial Management Students – they will
be familiar to the operation particularly on the service standard.  It will be valuable to
them when they are within the line of their profession.

Future Researchers – this will be their guide and it will provide them
information especially on the service standard.

The end results of this research study will serve as an important data especially on
the service standard of D’Bamboo Body Massage Spa in Dagupan City, Pangasinan.

Scope and Delimitation

The study is limited to the service standard of D’Bamboo Body Massage Spa in

Dagupan City, Pangasinan as to customers, products, and environment. The questions
inquired were centered as it was only on service standard, and the components relative to
its service standard. The study was conducted in Dagupan City, Pangasinan from May
2021 with the total specialist of D’Bamboo Body Massage Spa Management.
The proponents pointed to supply the information concerned in service standard.

This study is delimited to cost and clients and other things that don’t give the information
concerning in benefit standard.

This investigate is planned to have careful information of service standard of the

spa on how they give and keep up service measures within the taking after relative
components.

Definition of Terms

To further comprehend this research, the following terms are objectively defined:

Service Standard of D’Bamboo Body Massage Spa - is what is expected from a

service type of business and its satisfactory performance.

Customer- are person who receives and pays for the services in order to solve his/her
problem or desire by the help of D’Bamboo Body Massage Spa.

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Environment – are performed in a wonderfully relaxing environment which the
D’Bamboo Body Massage Spa provides.

Employee – are the people employed or used by that business D’Bamboo Body
Massage Spa which provides the massage services for the clients.

Product – are tangible goods that typically used by D’Bamboo Body Massage Spa in
serving customers, which includes: massage oils and lotions, and other quality
products.

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 CHAPTER 2

REVIEW OF RELATED LITERATURE

These are theories and concepts gathered from book and electronic devices by the
researchers which serve as guide for the conduct of the study. These theories and
concepts deal in terms of Service Standard and other related topics.

Foreign Studies

This part presents the significant information gathered through books, electronic
devices and other reference which are related to the study.
Standards: Definition

According to the Hartford’s online resource Setting Company Standards;

Standards define how a company acts, which in turn, builds trust in the brand. They can
be standards about quality, performance, safety, and service. Then, in essence, service
standards are the definition of how a company acts towards their intangible service.

Standards give the knowledge that a company need to succeed, and take it in
concentrated form. It can provide a set of powerful tools to make your business more
innovative and productive. The standards are tried and tested process to work more
effectively and efficiently. It helps the business to make the performance more
acceptable, minimize risk and help to be more sustainable.

Services: Definition

Services are products that are intangible—as mentioned in the definition,

therefore there is no exact way of pinpointing how to actually tell if a service is good or
bad. Unlike products, you can easily perform physical examinations to check whether it
is defective or not. Services do not operate on the same way. It more usually involves the
experience of a customer. Customer experience is sometimes hard to quantify, making
service standards relatively not that easy to make.

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 When you pay for a service, you gain anything intangible. In other words, you
cannot have everything solid; you cannot touch it. Nonetheless, the customer does not
own some physical, solid, or fixed resources that result from the transaction. The
effectiveness or advantages of a particular service are considered in the purchaser’s
eagerness to pay for it.

Service Standards: Definition

According to (Lenio Business, 2014) every organization strives for quality,

consistency, efficiency and best practice. Service standards can help ensure your
organization in getting the best results and show you how to keep improving. It also
shows that you have operations in place to keep an eye on and enhance the quality and
performance in the service you provide.

Service standards scope from basic level to experienced systems which are
apparently benchmarked. As a manager or team leader in charge for customer service
delivery in company or organization, you personally cannot be everywhere all the time,
so as a manager you have to depend on others to help. How do you ensure they know
what to do and understand the types of behaviors expected of them? Being a manager,
you have to show your staff what you want and what are the standards required of their
performance. Customer service standards intend the expectations on employees in their
work, and make sure that everyone is customer focused. They provide staff with a least
set of greatest practice standards that they should make use to their work when dealing
with internal and external customers. In certain point, such standards give a particular
guide to staff or employees on how to reach and surpass the expectations of all
customers, whether individuals or from voluntary or private sector organizations.

If you find customers regularly complaining about your service or staff making
lots of mistakes and you have to correct them or pick up the back end as the manager or
supervisor, the chances are the problem may be as a result of undefined or non-existent
service standards.

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Spa and massage service standards

As stated in (asean.org, 2020) The spa industry has enjoyed rapid growth and
development over the past 20 years, often growing as much as 20% annually in some
countries, and has become an industry that is the hallmark of the tourism industry of
many SEAN member states, despite having its roots firmly in traditional healing and
health care practices, which have been handed down from generation to generation.

It is estimated that there is some 25,000¹or 1/3rd of the world’spas, health or

traditional and massage centers in the Asia Pacific region, of which there is almost 2,000²
professional spa businesses in the ASEAN member states. Nevertheless, there is still no
exactly obtained standard of what a Spa is or what services a Spa provides; something
that is now restricting the potential for further industry growth and development.

Definition of spa and the establishment of an ASEAN Spa Standard are seen as
the opportunity to standardize a base understanding of what a Spa is, as it defined by the
ASEAN Spa community and to set up a least standard across all member states.

The service standards include the designation of operating hours, consultations,

comprehensive menu listing, and a reasonable adherence to established protocols and
newly created protocols.

Setting Customers Service Standards

How customers are handled and treated is often the contrast between
organizations or company that succeed and those that break down. Poor customer care is
expensive – it loses customers, potential and existing users of an organizations’products
or services, and the hard-fought reputation of the organization. Good customer care can
benefit a company or organization in various ways.

Organizations must be committed to improving the quality of their services to

their customers. In today’s world, nearly all organizations have some sort of customer
service improvement initiative going on either on its own or as part of an overall
organizational initiative. One of the key areas to examine about is assimilating into any

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customer service improvement initiative is the introduction of service standards and staff
training about great action in customer service.

Importance of Customer Service Standards

Whilst leaders and managers within public and voluntary service organizations
are beginning to Centre their efforts on customer satisfaction as a survival technique, they
will not reach their goals of enhanced level and quality of service by allowing customer
service ‘just happen’. This can start as simple as setting internal customer-focused
standards for staff, to well publicized customer care policies and statements.

Customer service standards cannot put back primary unique skills, such as
common sense, courtesy, or the capacity to make wise decisions on the spot, but it can
inspire staff to focus on key areas of service more objectively.

Steps for Developing Customer Service standards

The following are the five stages that are proposed when developing Customer service
standards for workplace.

1. Establishing priorities for services standards

It is important you have a good understanding of the products and services your
organization provides. Furthermore, it is highly recommending that you introduce only a
small number of standards at a time. This can help to give focus and produce early
chances for success.

Planning and developing service standards

These are the factors that should be considered in setting the Customer Service
Standards:

1. Timeliness – this is commonly connected to the speed of delivery and response time.
Customers want fast and efficient service from the service providers. Example phrases

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for setting these types of standards – ‘Applicants receive an appointment within 24
hours’, ‘calls answered within 3 rings’.

2. Accuracy – the customer service must be accurate. Accuracy may be formed by

whether a deal was done right or in terms of meeting the customers’ particular needs.

3. Appropriateness- this has to do with whether the customers’ assumption has been met.
The specifics of appropriateness depend largely on type of industry; product or service
your organization provides as customer expectations are influenced by their past
experiences of other organization.

Drafting the standards: use clear and concise statements. Remember, you cannot
manage what you cannot measure. Service standards should be measurable. It is
important you have the capacity to collect and collate the relevant data, analyze results
and provide meaningful interpretations. For instance, how often will you do this –
weekly, monthly or yearly?

Service standards are defined around an interactive process, in the sense that there
is a service provider (your organization) and a service receiver (the customer). This refers
to areas of your organization where frontline staffs interact directly with customers or
areas of your business that are directly linked to customer expectations.

2. Implement Service Standards

Effective communication is key to have successful execution of the Service

Standards. Standards should be communicated during the discussion and alternative
process of possible employees, the staff preamble induction process of new employees
(temporary and permanent) and, strengthen through regular refresher training sessions
with your team.

3. Measuring performance against standards

Linking Service standards to customer satisfaction measurements allows you and

your organization to target the most relevant areas of your service. It also needs to gain
regular feedback from customers. Constructed data collections such as customer feedback

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forms are necessary. Performance against the service standards must be monitored
regularly. When collecting the performance data, take note of the following:

 Objectivity – Collect data through an impartial source. For instance, give to all
customers the same chance to offer feedback about your service.

 Timeliness – Review data periodically to ensure that the service is performing as

desired.

 Accuracy – Verify data and confirm accuracy before using the results.

 Consistency – Measure performance in the same way for each assessment to

facilitate results comparison.

 Clarity – Data should present a clear picture of performance and make it easy to
identify trends. Ensure that all information is relevant to customers and staff.

4. Act on results

When assessment of execution results has been finished, decide the future strategy,
including what measures ought to be taken to keep up or improve administration quality.
Show adaptability and set up to adjust principles in the event that they are not working.
You may likewise have to change existing frameworks and cycles to oblige the new
principles. Customer service development is a constant process and will inevitably
change as your customer needs and expectations change. Give the new service standards
time to work.

Local Studies

According to Revita, J.C (2017) the spa and wellness industry in Davao City,

Philippines are rapidly increasing as the investors are getting interested to venture in it

and it also shows by the number of spas operating there. Jeilyn Savellano, a founding

president of Davao Wellness Association (DavWell) and owner of Zhi Ya Spa said that

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during the Monday’s Kapehan sa Dabaw at the Annex of SM City Davao that there are

120 spas and wellness related businesses that are registered in the Bureau of Internal

Revenue (BIR) but only 25 of these spas are members of their organization, DavWell.

Savellano also said that the wellness industry that the people know is a broad industry

which includes lifestyle, exercise, and food diet anything as long as it belongs in the

scope of wellness industry. The growing interest in the massage industry in Davao was

thanks to the rapid development of the city and the increasing demand for the quality

service that the people searching for, wherein they can physically and mentally relax. The

organization of Savellano which is the DavWell is imposing a stricter standards that

requires the members to be a government-policy compliant which they should follow the

rules and regulations that being implemented by the government agencies like only

employing a licensed massage therapist. Based on the Department of Health (DOH)

Administrative order 2010-34, they created the Committee of Examiners for Massage

Therapy (CEMT) which is equip to regulate them to practice massage therapy and ensure

that only qualified individuals will enter the regulated profession and the care and service

offer that the massage therapist provide to the customers are still within the standards of

practice and based on the examination December 2016, there are 15,000 licensed

therapist nationwide and 117 of them are in Davao. And also in Davao they have a

convention that hold a free wellness business lecture, customer service improvement, and

next trend of wellness, by this convention it aims to promote the massage industry

through showcasing their different state of the art services to the people who are

interested in the massage industry and discussion for the aspiring entrepreneurs on how to

start their spa business.

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 According to Dagooc E.M (2017) in the Cebu, Philippines they offers a promising

weelness administration related to trade environment as both nearby and remote are

investing more time in wellness than the excellence administrations and items. This was

the perception made by the Korean worldwide excellence teacher, Sophia Lee that who

has been within the magnificence commerce in Cebu for decades presently. And Lee said

that whereas the magnificence trade made a lot of cash within the past this time

the advertise inclination has moved to the wellness and unwinding. Lee's company, K

City Amir Organization as of late opened a chain of spa centers in Cebu named “Well

Spa”, Lee know that the advertise request these days is within the wellbeing and wellness

industry and in spite of of the presence of the spa outlets in Cebu, the trade is

still doable and not at all like the excellence shops, Filipinos and remote traveler in any

case of their sex incline toward to spend more of their time on knead and other

wellness liberality. Cebu has as of presently a portion of heavenliness parlors and solid

competition is happening, Lee said that she is contributing in three well outlets of spa in

Cebu and she had to let go of her  centers and salons to center more on the spa and

capitalize on the rising request on wellness administration just like the distinctive styles

of massage such as magma shell and hot stone rub. The developing wellbeing and

wellness industry in Cebu will open an opportunity for nearby and remote business

visionaries to moreover construct their claim spa business.

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Foreign Literature

This part of the study collaborates current studies with the related studies. This

benefited the reader’s future researchers for a broader and clearer explanation of the

conceptual basis of the concerns cited on the previous chapter.

According to (Buted, et al, 2014) Tourism implies more employments for the

individuals and advancement of their standard of living. As such, tourism has suggestions

on the economy, on the characteristics and built environment, on the nearby population at

the goal and on the tourists themselves (Kozak, 2002 as cited in Buted, Meñez,

Baruc&Borbon, 2014). Spas have gotten to be a relevant social drive, affecting not as it

were how customers oversee their wellbeing, appearance, and stretch, but moreover how

customers socialize, spiritualize, travel, and work. Rising levels of wage, instruction, and

modernity among travellers and buyers around the world have significantly raised the

awareness and allure of spa medications. The showcase potential of spa improvement is

being captured by worldwide and premium-brand spas that have extended their benefit

menus. As visitor entries increase, additional income for the individual also

utilizations for the fundamental necessities of the sightseers that can be found on the

goals are being consumed (Felicen et a, 2014). There is a huge chance for advancing

therapeutic tourism. Since most of the visitors of San Benito are from overseas, residents

of Lipa don’t know all the administration advertised by the spa. A advancement arrange

is proposed to make advance and improve the existing therapeutic tourism in Lipa City

and to encourage their constituents to take an interest within the improvement of

therapeutic tourism particularly wellbeing tourism using alternative treatment.

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According to Worldwide Spa Affiliation and its 2016 U.S. Spa Industry Ponder (ISPA,

2016), add up to Spa visits were 2.1% higher in 2015 than 2014, whereas an normal visits

per Spa rose 2.9% from 2014 to 2015. Additionally, agreeing to the over study, Spa

industry come to 16.3-billion-dollar record with a 5.0 percent increment from 2014 to

2015. Furthermore, around the world like Asia and more particular in Malaysia the

number of Spas has developed more than 200% since 2002 (Al-alak, 2012). European

Spa advertise includes a comparative noteworthy increment and has the biggest number

of Spas around the world ('Spa Worldwide Advertise Analysis', 2016). For case, UK

Spa showcase is evaluated to be commendable about 2 billion pounds counting retail

and medicines, whereas UK clients make an assessed 6 million visits per annum to

Spas all through the Joined together Kingdom (UK Spa Industry Report, 2014).

According to Global Wellness Institute (2014), Europe is the world's largest spa

market due to its relatively higher average revenues per Spa, followed by Asia and North

America. Furthermore, in Europe thermal Spa tourism has been developed in conjunction

with the overall social development. In Europe, Greece as a country and its history has a

great tradition in the early forms of wellness tourism such as spa, due to numerous

historical spa towns and thermes that exist. According to Greek Tourism Minister (June,

2016) a new department of thematic forms of tourism (promoting pilgrimage tourism, spa

tourism and medical tourism) is being created in Greece. Spa centers are basically service

organizations. The concept of quality plays a critical role in the success of service

organizations. Definition and meaning of quality is complicated, due to different

meanings to goods and services by individuals. Some definitions of quality in services

have to do with accessibility.

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 The numerous advantages enjoyed by the Thai spa industry should not suggest

that the industry is free of daunting challenges. It is not. First and foremost, the industry,

while enjoying widespread support from the government, is not well regulated. Despite

falling under the jurisdiction of the Ministry of Public Health as ratified within the

Traditional Thai Medical Professions Act of 2013, it is estimated that ‘only 500 of the

2,000 spas nationwide are legally registered with authorities’ (Thai Massage, 2016). This

has led to a parallel growth in the number of pretty spas, massage parlors that offer sexual

services, found throughout the country. As there is often little to distinguish a legitimate

spa from its tawdry counterpart, the resulting confusion may eventually have a negative

impact on the industry’s reputation.

Local Literature

The trend this day is combined with the benefits of a spa that resulted to the

increased in visit in holiday season. The awareness regarding to the benefits of healthy

eating, exercise, nutrition, relaxation, beauty and pampering is increasing and people

nowadays love to include those elements in their travel to achieve a healthy lifestyle or in

their holidays. Whether it is visiting the local spa or traveling abroad for spas, more and

more people want to take a breath from their speedy lifestyle to pamper themselves, relax

and rejuvenates once in a while. Now a day’s the number of Spas and retreat associations

has increased and actively promoting and working meticulously to develop further the

wellness industry by coming out with the idea of spas specialized including the eco-

friendly spas, pampering spas, stress management, luxury spas, romantic spas, etc. In

addition to this list, to attract more customers and satisfy their demands, different spas are

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starting to promote various types of wellness programs and treatments including the

healthy lifestyles, fitness programs, weight-loss treatments, detox diets, alternative

therapies, mineral and thermal skin treatments, yoga and massage. The massage therapy

has a great impact to the tourism industry since people would love to have a relaxation

travel for their vacation and also for the benefit of their healthcare and medical. They

usually seek for a place to visit where the health is the priority and being taken cared of

and at the same time enjoying the attractions of such place that adding to their relaxation

ambiance. The economic benefit also have a impact to the message therapy industry since

they will pay taxes to the government and can encourage the tourists to visit the place

more. Undertaking this research on health related topic will enhance the special skills and

knowledge of students in tourism industry and not only becoming an experts but also can

compete with the innovation in the health and tourism industry.

While all of these different categories of spas may vary in terms of organizational

structure, the services they offer to the customers, the equipment they have on hand and

the design and layout of the facilities, are all aim to provide the measure of therapeutic

relief from the physical and emotional stresses induced by modern life and by doing this,

it will remain them true to their classical roots. It is little wonder, therefore, that so many

spas these days are devoted so much attention to the detail in terms of the aesthetically

pleasing to create a soothing ambience within the respectively designed environments

that appeal to each of the four senses in ways of rest, relax, relieve and restore.

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Synthesis

The conceptual data that collected is proved as a useful tool for structuring the

service standards of the spa company. It includes the guidelines, on how to develop a

great service standards, and could be used as a reference to establish a thorough protocol.

Since D’Bamboo Body Massage Spa rely heavily on the service that they offer and not

much on the products they produced, it is very important that the proponents were able to

look for the useful information, from the guidelines on how to develop great service

standard. The data served a great insight on the proponents which gave them some ideas

on how to promote the development of D’Bamboo Body Massage Spa in areas that it

could improve.

Starting from the conceptual literature, the proponents acquire a knowledge to

answer the good methods to guide the D’ Bamboo Body Massage Spa to improve their

development of their service standards. The conceptual literature serving as a strong

support in generating the conclusions, and as a foundation of how to establish a better

service standards in the study. Towards research literature, the approach varied slightly as

it tackled various human psychologies for customer expectations and general information

to consider. This used as a basis for the service standards and act as a backbone on how

to develop them and it is important to integrate the contents of it that will help the

business of spa industry.

Overall, the data gathered by the proponents will be very helpful in promoting the

service standard of D’ Bamboo Body Massage Spa by looking at another angle of the

business. It is worth keeping in mind that even the service standard protocols cannot be

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immediately changed by a company, the guidelines provided can be help on improving

the company’s aspect.

In summary for the synthesis, the conceptual literature helped the proponents to

point out the concept of the study, providing the useful information that the researchers

need to understand.

Theoretical Framework

Customer Service Standard

Customer service standards are the rules or guidelines that the company must

comply that informing the employees on how they must behave and also shaping them to

have a customers relationship with the business. Companies adopt these standards to

empower customer service to resolve any complaints, problems and questions, According

to Sisk (2018). Lotich (2019) defined customer service standard as a customer strategy

and training the employees on how they behave and interact in front of the customers.

And According to Sven (2016) customer service standard are the micro goals of the

companies towards to the bigger goal of customer satisfaction.

The definition of Sisk (2018) and Lotich (2019) of customer service standard are

almost the same theory but the definition of Sven (2016) is slightly different from those

two definitions, since Sven defined it in the theory of goal towards the customer

satisfaction and Sisk and Lotich defined it in a way of how the employees must behave

and to have a good customer relationship.

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 Therefore, Sisk and Lotich definition of customer service standard are fit in these

study of Service Standard of D’Bamboo Body Massage Spa that these standards are used

to set a rules or guidelines in the working place of the spa and must follow to maintain

the customer relationship between the business and to make the customers to be satisfied

in the service offer in the spa.

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 CHAPTER 3

RESEARCH METHODOLOGY

This chapter presented the research design, research method used, locale of the

study, source of data, subject of the study, data gathering instrument, data gathering

procedure, and treatment of data that was used to analyze the data gathered

Research Design

The researchers used descriptive method in the accomplishment of the study,

specifically interview and survey method, are appropriate in this study. It is necessary to

determine the data of service standard, and the components relative to its service

standard. Descriptive research is inquiring about is conclusive in nature, as restricted to

exploratory. This implies that clear investigate assembles quantifiable data that

can be utilized for measurable induction on the target gathering of

people through information investigation. (FluidSurveys University, 2017) It is

concerned with conditions of service standard and the relative components itself.

The descriptive research design enables the researchers to have a deeper and

better understanding about the Service Standard in D’Bamboo Body Massage Spa.

Descriptive research involves gathering data that describes events and organizes,

tabulates, depicts, and describes the data collection.

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Locale of the Study

The research study took place in the Dagupan City, Pangasinan. In a specific

location of 123 Poblacion Oeste, Burgos Extension, 2400 Dagupan City, Pangasinan

behind the Classy Couture Gown Rental. The D’Bamboo Body Massage Spa

management has chosen Dagupan City as their location of business since the population

is comprises of a total of 171,271 or 5.79 percent of population in Pangasinan next to the

population of San Carlos City. Since the Dagupan City is in the centre of Pangasinan

located, making the D’Bamboo Body Massage Spa to have its advantage in terms of the

place in the business. Nowadays with all the attention focused on the holistic remedies,

organic produce, and botanical beauty products, it is not a surprise that the interest in the

spa treatments is on the rise and the Dagupeños took advantage of that and also build

their own spa.

Figure 3.1

SITE MAP OF D’BAMBOO BODY MASSAGE SPA

Dagupan City, Pangasinan

22 | P a g e
Source of Data
This study focused on how the D’Bamboo Body Massage Spa in Dagupan City,

Pangasinan managing the service standard in their branch.

The researchers used primary and secondary sources of data by gathered

information and looked for some research studies that are connected with this kind of

research study. The internet sources played a big role in this research study because it

makes the study faster and easier when it comes to gathering information. All the

available books and references turned to be a big help also and guide in conceptualizing

the context in Chapter 2 and used to come up with conclusion of this research study.

The list of sources is listed in the bibliography as a part of this research study and

recommendations was also made and suggested.

Subject of the Study

Conducting a research study requires reliable sources of information and conduct

questionnaires to the right person who has all the knowledge regarding the problem that

is being studied.

The researchers selected the D’Bamboo Body Massage Spa of Mr. Marvin

Jiminez, the owner of the business and have approved the request and possess the

adequate knowledge on how the business works. He is the appropriate person to be

answered the questionnaires for this study in order to come up with very reliable

information. The owner provided the researchers all the information needed for the study.

23 | P a g e
Data Gathering Instrument

The main tool used in the study was a questionnaire-checklist. The questionnaire-

checklist was constructed for the D’Bamboo Body Massage Spa’s employee respondents.

Part I of the questionnaire-checklist for the D’Bamboo Body Massage Spa’s employee

respondents is their profile such as age, sex, employment status, civil status, and monthly

income.

Part II pertains to the service standard, and the components relative to its service

standard.

A questionnaire-checklist was constructed for the employee respondents

developed by the researcher in gathering the data needed in determining the

Service Standard, and the components relative to its service standard.

This study has adapted the descriptive assessment type of a research method. The

guides were created using possible questions modified from the related research and

individual questions from researchers. The questions must be related to an employee

perception regarding Service Standard of their company. The researchers also understood

that employee consciousness may also affect their honesty and effectiveness in answering

the survey. The researchers gave the employee the option of being anonymous. Using this

instrument, the researchers planned the questions that they would be asking to the

interview.

24 | P a g e
Data Gathering Procedure

The researchers ask the permission to the owner of the D’ Bamboo Body

Massage Spa if they could conduct a survey questionnaires on their subject. This will be

done through a formal letter approval signed by the business research adviser. This letter

signifies the connection to the business entity.

The researchers were permitted to conduct a survey questionnaires provided that

is made on the respondents’ free time. The respondents were given 20 minutes to

accomplish the form to prevent them from giving hasty responses. The researchers went

from one section to another on collecting the accomplish survey questionnaires.

After the data questionnaires have been accomplished, the result were tallied and

tabulated. These data became the bases of analysis and good interpretation.

Treatment of Data

The proponents use mixed research design method for this study. All the gathered

information from the survey was compiled, arranged, and organized in order to interpret

the data properly. The data were analyzed and statistically interpreted to get the specific

data needed in the study to form a conclusions and recommendations for the service

standard in the spa.

25 | P a g e
 CHAPTER 4

DATA PRESENTATION, ANALYSIS, AND INTERPRETATION

This chapter presented the data gathered from Mr. Marvin Jiminez, owner of
D’Bamboo. This also includes the analysis and interpretation of these data for better
appreciation of the results. The data presented herein are arranged in accordance to the
questions stated on the statement of the problem (Chapter 1).

Status of Service Standard of D’Bamboo

The D’Bamboo Body Massage Spa is a small business located at 123 Poblacion
Oeste, Burgos Extension, 2400 Dagupan City, Pangasinan behind Classy Couture Gown
Rental which offers comfort and total relaxation to customers with various massages like
Swedish massage, Shiatsu massage, Thai massage, Hot Stone massage, Traditional
massage, Traditional Hilot and the regular body massage. The company also offers
additional services like back massage, foot massage, foot spa, body scrubs, kids massage
and ear candling.

Few things are as exciting as starting a business, the trick is finding a great small
business idea that will be viable, excite you, and fit your skills. The said business started
by Mr. Marvin Jimenez, as stated by him few years ago he is a person who loves to go to
different spa for relaxation, unfortunately it is not a business family that is passed to him
or a massage skill that fits him but rather, it is a business that is started out of passion and
hobbies. The D’Bamboo Body Massage Spa started in April 28, 2019, since the company
is just operating for almost one year, they do not have branches yet but just like other
business future plans and goals they are hoping and planning to have a branch too. As for
their protocols, the business does not have fixed protocols because according to Mr.
Marvin “every day is a learning that needs change”. But, as for their business objectives
and goals they are trying their best to serve or to meet the highest satisfaction of their
customers.

26 | P a g e
PEOPLE

The greatest investments a business has are people. Indeed, those employees are
the company’s greatest asset. For D’Bamboo Body Massage Spa they have six
employees, 19 years old is the youngest and 37 years old is the oldest, each of them has
10 hours’ duty and one-day day-off. They all have certificate for massage therapist from
TESDA and they completed the business premises orientation program upon
commencement of employment under Mr. Marvin. Mr. Marvin himself orient each of his
employee to follow the standard pattern that is very distinct that needs to be followed by
his therapist, according to him they need to perform first an actual massage skill
personally to him before he decides if they fully understand the distinct standard pattern
that his business have. His employees also submitted a medical certificate, both green and
white card and proves that his employee do not have any health problems. And for
improvement of his employee’s skills, the owner conduct an employee training once a
month which includes communication skills, service skills, and client-orientation and to
measure his employee satisfaction he does the simplest technique, the asking-method,
such training is needed for employees for their own benefit to possess a joyous work and
life balance because a happy employee resulted to happy customers.

Aside from the employee’s skills and proper training, proper grooming and
professional appearance are also important to gain not just positive impression but also
respect in the workplace, and Mr. Marvin’s employee also shows a suitably groomed and
attired in accordance with the professionally accepted level of hygiene and the business
operational standards, they also communicate effectively with their colleagues to have a
harmonious workplace for everyone.

Mr. Marvin sees his employee as a family that needs to be led properly to
maximize performance because he understands that his team will be at their best when
they are loved, appreciated, and respected.

PRODUCT

The right things and product to use in Spa are sometimes difficult to figure out,
therefore the D’Bamboo Body Massage Spa offers both Efficascent, lotion, or oil for

27 | P a g e
their service because customers have different preferences, they also make sure that their
products are natural and biodegradable in nature, it is ethically sourced and manufactured
without exploitation of people and environment with properly checked certificate from
the supplier. For inventory control, they also make sure that the products are used by
dates and for the usage purposes, they use the products with just exact or right amount in
accordance with standard hygiene practices to avoid excess and waste, they also make
sure that the excess products are put straight to the garbage and the unpacked products
stored under appropriate conditions and temperature.

A good business will always be aware of the important role of excellent customer
service and winning customers and building loyalty takes time, and that in order to build
good customer relationships the D’Bamboo Body Massage Spa needs to deliver a
consistency to their customers not just in their services but also to their products, and Mr.
Marvin is fully aware of that and he knows that it plays in its success.

ENVIRONMENT

There are many things as a business owner must consider on a daily basis of
business operation; finances, marketing, inventory and many other aspects but within all
of these, ambiance is also an important aspect to consider. The ambiance in many cases
probably, one of the most important aspects of any business. Ambiance sets the mood,
character, quality, tone and atmosphere of a business.

The D’Bamboo Body Massage Spa conforms to all local building regulations and
permit, the building is well constructed with durable materials and has clearly separated
space for each service and has an appropriate level of privacy for clients; the back part is
the wash room, the upper part is for the massage area and the front part is the reception
area.

As for the D’Bamboo Body Massage Spa, the place is located in the same
building as another business enterprise; the right side is tutorial center but it does not
affect the business activity of the business, however the left side of the D’Bamboo Body
Massage Spa is a small canteen business and you can really smell the foods inside.
Nevertheless, the place is hygienically clean and orderly, both inside and outside

28 | P a g e
including the number of clean and proper towels, bed covers, and shorts. For safety
purposes, the business has clearly marked signage, emergency exit, emergency lighting,
smoke detectors, and fire extinguisher, the music played inside the area are also
comfortable in an audible level. But the most important is the location is accessible by
Senior citizens and those with physical disabilities.

Encountered Constraints Related to the Service Standard

of D’Bamboo Body Massage Spa

Every business encounters problems concerning the operation of their business,

their service or even their employees. These problems are considered as standard to the
company that hinders them to achieve their goals in a normal business setting. The
problems faced by D’Bamboo Body Massage Spa are the following:

PEOPLE

Employee management is easier said than done and we all know it. Managing
employees is the most challenging part of a manager’s day-to-day responsibilities and
D’Bamboo Body Massage Spa is not excluded to this. According to Mr. Marvin he is
having a hard time to manage his employees, to interact and guide them, he said that the
hardest part is the thorough orientation of a new employee, this kind of training really
needs a maintained standby and guidance of the owner to inline the performance of his
employee with the satisfaction of every client.

PRODUCT

D’Bamboo Body Massage Spa is not really into selling products, they do not have
any problem regarding with this, but if talking about the product that they used to their
customer for massage service the problem that they encountered mostly is the delay of
the supplier of the products that they used for foot spa and massage, because in this case
the service that they provide will also encountered delay. Mr. Marvin also share that he is
planning to try out some products from a new supplier to try and test something new.

29 | P a g e
ENVIRONMENT

Ever hear the saying “never judge a book by its cover”? Well most customers,
although they have heard this, do not follow it. If we see that a business is not appealing
from just walking through the doors, chances are they will turn around and walk right
out.

Ambiance sets the mood, character, quality, tone and atmosphere of a business,
good thing the D’Bamboo Body Massage Spa has a hygienically clean and orderly place
but the problem is since the place is located in the same building as another business
enterprise wherein the left side of the D’Bamboo Body Massage Spa is a small canteen
business and one can really smell the foods that the canteen’s preparing, although they
talk about it with the owner, has a proper ventilation within the place, still the smell will
linger from time to time, the researcher even experience it while conducting the data
gathering.

Measures Proposed to Improve the Service Standard

of D’Bamboo Body Massage Spa

PEOPLE

Employees should be more enthusiasm and approachable, they need to break

down those awkward barriers between them and their customers, because when you put
people at ease, you enable them to think and act naturally and comfortably.

There is a very large and impressive body of work proving that employee
enthusiasm translates into stronger business performance. In the book of “The
Enthusiastic Employee” by David Sirato he wrote that companies with enthusiastic
employees are 30 to 40 percent more productive. While being approachable is the
foundation of building good relationships, especially to customers.

Nevertheless, they can always ask the customer if they want a silent mood during
massage session.

30 | P a g e
PRODUCT

The business should have more variety of products or services that they can offer
to the customers especially now that customers always want the ‘one stop shop.’ A one-
stop shop is a business or office that offers multiple services or products to customers.
The business strategy behind the modernized concept of a one-stop-shop is to provide
convenient and efficient service that will create the opportunity for the company to sell
more to customers. This way a company can grow revenue by selling more to existing
customers in addition to growth from new customers. (Segal, 2019)

ENVIRONMENT

The upper part of the place the massage area from flooring to walls are
made of woods therefore, if you walk on it, it makes a squeak sound that sometimes
makes the customer annoyed and unrelaxed, it is advisable to have a simple renovation to
the flooring and walls that would not cost them much, the researcher also noticed that the
lighting upstairs are too bright because it is blue and red light, they should have use a
more dim lights that are more relaxing and appealing to the eyes of customers. Improper,
inefficient lighting can negatively impact the general attitudes of your client and staff.
However, a well-designed lighting system can greatly improve productivity and create a
more positive impression. With that in mind, it is important to give the lighting in your
spa the detailed attention it deserves.

In general, there are five recognized types of lighting one should consider
installing in the spa. Ambient light is the overall lighting used to fill general space to
average light levels. Examples are cove lighting, pendant-mounted direct/indirect
fixtures, and recessed fluorescents. To highlight artwork, architectural features, and
retail products, accent lighting, such as directionally adjustable track or recessed
lighting, is used. Task lighting, such as magnification lamps or pendant-mounted
fixtures, help the staff see the minute details involved in their jobs, such as analyzing a
client's skin. Chandeliers and large direct/indirect pendant fixtures are decorative
lighting options that can help beautify your spa. Finally, in select areas, natural lighting
should be allowed to fill common spaces where color rendition is important, such as

31 | P a g e
makeup or hair color application areas. Skylights, sun tubes, and windows are reliable
energy-efficient solutions.
Proper lighting is the key to creating a warm, welcoming environment. Although
lighting surrounds us in our everyday routines, we rarely think about its actual utilization
and how it impacts our clients and employees. There is no time like the present to take a
look at the lighting in your spa to ensure it is not only functional but also creating the
ambience you want to convey.

Another matter is the space inside and the parking space is not enough. Parking
spaces are extremely important to business. A business should have sufficient parking
space to provide its employees, customers and guests with a place to park their vehicles.
Given that automobiles are the major means of transportation; a business should meet the
needs of motorist. If people cannot find a place to park, these individuals may not return.

Apart from that, the main problem within the area is the canteen near them and
the lingering smell of food that it brings, proper ventilation is necessary. Ventilation in
the workplace is covered under the Workplace (Health, Safety and Welfare) Regulations
1992 which states that workplaces need to be adequately ventilated in the proper manner
by which clean air is drawn from an external source outside of the workplace and
circulated throughout the building. Whether by natural or mechanical means, it should
dilute and remove humid air and provide sufficient air movement to give a feeling of
freshness without causing a draught. (Durham, 2020)

32 | P a g e
 FIGURE 4.1
SERVICES OF D’BAMBOO BODY MASSAGE SPA

Tabular Presentation with Textual Analysis

An information sheet was distributed to customer and employee respondents of

D’ Bamboo Body Massage Spa to gather data. An analysis for each tabular presentation
is provided to illustrate textual analysis.

33 | P a g e
Table 4.1: Employees Profile of the Proponents Respondents in the D’Bamboo Body
Massage Spa

N=6

AGE FREQUENCY PERCENTAGE

19-25 years old 2 33.33%
26-30 years old 1 16.67%
31-35 years old 1 16.67%
36-40 years old 2 33.33%

Total 6 100

GENDER FREQUENCY PERCENTAGE

Male 3 50%
Female 3 50%
Total 6 100
EMPLOYMENT FREQUENCY PERCENTAGE
STATUS
Student 0 0
Employed 6 100%
Unemployed 0 0
Total 6 100
CIVIL STATUS FREQUENCY PERCENTAGE
Single 2 33.33%
Married 4 66.67%
Widowed 0 0
Total 6 100
MONTHLY INCOME FREQUENCY PERCENTAGE
5,000-10,000 6 100%
10,001-20,000 0 0
20,000 above 0 0
Total 6 100

34 | P a g e
 The table 1 above presents the age, gender, employment status, civil status, and
monthly income status of the employee– respondents.

Figure 4.2 Age of the Employee– Respondents

35
30
25
20
15
10
5
0
19-21 years 22-24 years 25-27 years 28-30 years
old old old old

In terms of the age of employee– respondents, it shows that among 6 respondents

1 (16.67%) are 22-24 years old and same by 1 (16.67%) 25-27 years old. Also, shown in
Figure 4.2 which is a bar graph, 19-21 and 28-30 years old employee – respondents have
same a higher frequency. Respondents 2 (33.33%) 19-21 years old and the respondent 2
(33.33% ) 28-30 years old

Figure 4.3 Sex of the Employee- Respondents

50% 50%

MALE FEMALE

In Figure 4.3 which is a pie graph, shows that the blue portion which represents
female respondents and the orange one, which represents male respondents. In terms of
their sex, it reveals that the respondents are female with 3(50%). Same in the male
respondents also have a total of 3 (50%)

Figure 4.4 Employment status- Respondents

35 | P a g e
 33.33%
SINGLE
MARRIED
WIDOWED
66.67

In figure 4.4 observed that among 6 respondents 2 (33.33%) are single, 4 (66.67%) are
married and 0 (0%) in widowed. It particularly shows that the blue portion of the pie
chart is bigger than orange potion which represents 4 (66.67%) are married.

Figure 4.5 Monthly Income of the Employee- Respondents

5,000-10,000 10,001-20,000
20,001-30,000 30,001-40,000
40,001-50,000 50,0001 above

In terms of their monthly income, among 6 respondents, it can be observed that all
of them answered that their monthly income is P 5,000 – P 10,000.

Survey Questionnaire for the Employees of D’Bamboo Body Massage Spa

N=6

Table 4.2 Do you find working in a spa satisfying?

36 | P a g e
 RESPONSE FREQUENCY PERCENTAGE
Yes 6 100%
No 0 0
Total 6 100

Table 4.3 Do you maintain the quality of customer service?

RESPONSE FREQUENCY PERCENTAGE

Yes 6 100%
No 0 0
Total 6 100

Table 4.4 Do you regularly ask your customers to give feedback about your performance?

RESPONSE FREQUENCY PERCENTAGE

Yes 6 100%

No 0 0

Total 6 100

Table 4.5 When problems with quality services are identified, do you take quick action to
solve them?

RESPONSE FREQUENCY PERCENTAGE

Yes 6 100%

No 0 0

Total 6 100

Table 4.6 If you are given a chance, do you also want to have a spa business?

37 | P a g e
 RESPONSE FREQUENCY PERCENTAGE

Yes 4 66.67%

No 2 33.33%

Total 6 100

Figure 4.6 Satisfying in Working Spa

YES
NO

100%

Figure 4.7 Maintain the Quality of Customer Service

YES
NO

100%

Figure 4.8 Regularly ask your customers to give feedback about your Performance

38 | P a g e

YES
 100%

Figure 4.9 When problems with quality services are identified, do you take quick action
to solve them.

Figure 4.10 Want to have a spa business

33%

YES
NO

67%

CHAPTER 5

39 | P a g e
 SUMMARY, CONCLUSIONS AND RECOMMENDATION

This chapter shows the summary of findings, the conclusions made and the
recommendations offered.

SUMMARY OF FINDINGS

This particular study focused on the Service Standards of D’Bamboo Body

Massage Spa to assess the status of the said entity including problems that hindrance the
business operation on how to improve the Service Standard of D’Bamboo Body Massage
Spa.

The study revealed the following findings:

Status of Service Standard of D’Bamboo

PEOPLE

The greatest investment a business has is people. Indeed, those employees are a
company’s greatest asset. For D’Bamboo Body Massage Spa they have six employees, 19
years old are the youngest and 37 years old is the oldest, each of them has 10 hours’ duty
and one-day day-off. They all have certificate for massage therapist from TESDA and
they completed the business premises orientation program upon commencement of
employment under Mr. Marvin. Mr. Marvin himself orient each of his employee to
follow the standard pattern that is very distinct that needs to be followed by his therapist,
according to him they need to perform first an actual massage skill personally to him
before he decides if they fully understand the distinct standard pattern that his business
have. His employees also submitted a medical certificate, both green and white card and
proves that his employee do not have any health problems. And for improvement of his
employee’s skills, the owner conducts an employee training once a month which includes
communication skills, service skills, and client-orientation and to measure his employee
satisfaction he does the simplest technique, the asking-method, such training is needed
for employees for their own benefit to possess a joyous work and life balance because a
happy employee resulted to happy customers.

40 | P a g e
 Aside from the employee’s skills and proper training, proper grooming and
professional appearance are also important to gain not just positive impression but also
respect in the workplace, and Mr. Marvin’s employee also shows a suitably groomed and
attired in accordance with the professionally accepted level of hygiene and the business
operational standards, they also communicate effectively with their colleagues to have a
harmonious workplace for everyone.

Mr. Marvin sees his employee as a family that needs to be led properly to
maximize performance because he understands that his team will be at their best when
they are loved, appreciated, and respected.

PRODUCT

The right things and product to use in Spa are sometimes difficult to figure out,
therefore the D’Bamboo Body Massage Spa offers both Efficascent, lotion, or oil for
their service because customers have different preferences, they also make sure that their
products are natural and biodegradable in nature, it is ethically sourced and manufactured
without exploitation of people and environment with properly checked certificate from
the supplier. For inventory control, they also make sure that the products are used by
dates and for the usage purposes, they use the products with just exact or right amount in
accordance with standard hygiene practices to avoid excess and waste, they also make
sure that the excess products are put straight to the garbage and the unpacked products
stored under appropriate conditions and temperature.

A good business will always be aware of the important role of excellent customer
service and winning customers and building loyalty takes time, and that in order to build
good customer relationships the D’Bamboo Body Massage Spa needs to deliver a
consistency to their customers not just in their services but also to their products, and Mr.
Marvin is fully aware of that and he knows that it plays in its success.

ENVIRONMENT

41 | P a g e
 There are many things as a business owner must consider on a daily basis of
business operation; finances, marketing, inventory and many other aspects but within all
of these, ambiance is also an important aspect to consider. The ambiance in many cases
probably, one of the most important aspects of any business. Ambiance sets the mood,
character, quality, tone and atmosphere of a business.

The D’Bamboo Body Massage Spa conforms to all local building regulations and
permit, the building is well constructed with durable materials and has clearly separated
space for each service and has an appropriate level of privacy for clients; the back part is
the wash room, the upper part is for the massage area and the front part is the reception
area.

As for the D’Bamboo Body Massage Spa, the place is located in the same
building as another business enterprise; the right side is tutorial center but it does not
affect the business activity of the business, however the left side of the D’Bamboo Body
Massage Spa is a small canteen business and you can really smell the foods inside.
Nevertheless, the place is hygienically clean and orderly, both inside and outside
including the number of clean and proper towels, bed covers, and shorts. For safety
purposes, the business has clearly marked signage, emergency exit, emergency lighting,
smoke detectors, and fire extinguisher, the music played inside the area are also
comfortable in an audible level. But the most important is the location is accessible by
Senior citizens and those with physical disabilities.

Encountered Constraints Related to the Service Standard

of D’Bamboo Body Massage Spa

Every business encounters problems concerning the operation of their business,

their service or even their employees. These problems are considered as standard to the
company that hinders them to achieve their goals in a normal business setting. The
problems faced by D’Bamboo Body Massage Spa are the following:

PEOPLE

42 | P a g e
 Employee management is easier said than done and we all know it. Managing
employees is the most challenging part of a manager’s day-to-day responsibilities and
D’Bamboo Body Massage Spa is not excluded to this. According to Mr. Marvin he is
having a hard time to manage his employees, to interact and guide them, he said that the
hardest part is the thorough orientation of a new employee, this kind of training really
needs a maintained standby and guidance of the owner to inline the performance of his
employee with the satisfaction of every client.

PRODUCT

D’Bamboo Body Massage Spa is not really into selling products, they do not have
any problem regarding with this, but if talking about the product that they used to their
customer for massage service the problem that they encountered mostly is the delay of
the supplier of the products that they used for foot spa and massage, because in this case
the service that they provide will also encountered delay. Mr. Marvin also share that he is
planning to try out some products from a new supplier to try and test something new.

ENVIRONMENT

Ever hear the saying “never judge a book by its cover”? Well most customers,
although they have heard this, do not follow it. If we see that a business is not appealing
from just walking through the doors, chances are they will turn around and walk right
out.

Ambiance sets the mood, character, quality, tone and atmosphere of a business,
good thing the D’Bamboo Body Massage Spa has a hygienically clean and orderly place
but the problem is since the place is located in the same building as another business
enterprise wherein the left side of the D’Bamboo Body Massage Spa is a small canteen
business and one can really smell the foods that the canteen’s preparing, although they
talk about it with the owner, has a proper ventilation within the place, still the smell will
linger from time to time, the researcher even experience it while conducting the data
gathering.

Measures Proposed to Improve the Service Standardof D’Bamboo Body Massage

Spa

43 | P a g e
PEOPLE

Employees should be more enthusiasm and approachable, they need to break

down those awkward barriers between them and their customers, because when you put
people at ease, you enable them to think and act naturally and comfortably.

There is a very large and impressive body of work proving that employee
enthusiasm translates into stronger business performance. In the book of “The
Enthusiastic Employee” by David Sirato he wrote that companies with enthusiastic
employees are 30 to 40 percent more productive. While being approachable is the
foundation of building good relationships, especially to customers.

Nevertheless, they can always ask the customer if they want a silent mood during
massage session.

PRODUCT

The business should have more variety of products or services that they can offer
to the customers especially now that customers always want the ‘one stop shop.’ A one-
stop shop is a business or office that offers multiple services or products to customers.
The business strategy behind the modernized concept of a one-stop-shop is to provide
convenient and efficient service that will create the opportunity for the company to sell
more to customers. This way a company can grow revenue by selling more to existing
customers in addition to growth from new customers. (Segal, 2019)

ENVIRONMENT

The upper part of the place the massage area from flooring to walls are
made of woods therefore, if you walk on it, it makes a squeak sound that sometimes
makes the customer annoyed and unrelaxed, it is advisable to have a simple renovation to
the flooring and walls that would not cost them much, the researcher also noticed that the
lighting upstairs are too bright because it is blue and red light, they should have use a
more dim lights that are more relaxing and appealing to the eyes of customers. Improper,
inefficient lighting can negatively impact the general attitudes of your client and staff.

44 | P a g e
However, a well-designed lighting system can greatly improve productivity and create a
more positive impression. With that in mind, it is important to give the lighting in your
spa the detailed attention it deserves.

In general, there are five recognized types of lighting one should consider
installing in the spa. Ambient light is the overall lighting used to fill general space to
average light levels. Examples are cove lighting, pendant-mounted direct/indirect
fixtures, and recessed fluorescents. To highlight artwork, architectural features, and
retail products, accent lighting, such as directionally adjustable track or recessed
lighting, is used. Task lighting, such as magnification lamps or pendant-mounted
fixtures, help the staff see the minute details involved in their jobs, such as analyzing a
client's skin. Chandeliers and large direct/indirect pendant fixtures are decorative
lighting options that can help beautify your spa. Finally, in select areas, natural lighting
should be allowed to fill common spaces where color rendition is important, such as
makeup or hair color application areas. Skylights, sun tubes, and windows are reliable
energy-efficient solutions.
Proper lighting is the key to creating a warm, welcoming environment. Although
lighting surrounds us in our everyday routines, we rarely think about its actual utilization
and how it impacts our clients and employees. There is no time like the present to take a
look at the lighting in your spa to ensure it is not only functional but also creating the
ambience you want to convey.

Another matter is the space inside and the parking space is not enough. Parking
spaces are extremely important to business. A business should have sufficient parking
space to provide its employees, customers and guests with a place to park their vehicles.
Given that automobiles are the major means of transportation; a business should meet the
needs of motorist. If people cannot find a place to park, these individuals may not return.

Apart from that, the main problem within the area is the canteen near them and
the lingering smell of food that it brings, a proper ventilation is necessary. Ventilation in
the workplace is covered under the Workplace (Health, Safety and Welfare) Regulations
1992 which states that workplaces need to be adequately ventilated in the proper manner
by which clean air is drawn from an external source outside of the workplace and

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circulated throughout the building. Whether by natural or mechanical means, it should
dilute and remove humid air and provide sufficient air movement to give a feeling of
freshness without causing a draught. (Durham, 2020)

CONCLUSIONS

Based on the findings of the investigation, the following conclusions were drawn.

The results of the assessment of the service standards of D'Bamboo Body Massage Spa
shows there should be more variety of products or services that they can offer to the
customers especially now that customers always want the 'one-stop-shop’. (Chapter 4).
This should be considered to their design of an appropriate strategy to continue
improving their services and to also increase their sales.

By all proven results, it is no wonder that D' Bamboo Body Massage Spa may
improve their services by considering this study as their guidelines to continue achieving
their goals and to stay longer in business industry.

RECOMMENDATION

Based on the findings and conclusions driven from the study, the following
recommendations are hereby offered

 Additional rooms for the other customers

 Produce signature products
 Look for another area to execute the business that is more expose and accessible.
 This spa must improve the feature of its services setting like layout, the features
of the spa rooms; decorate rooms that it will project a relaxing setting.
 To have a follow up study in connection on this research to broaden the
information in terms of people, product, and environment for the perspectives of
customers.

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SWOT Analysis

SWOT analysis (Strengths, Weaknesses, Opportunities and Threats). It is the

model of evaluations that determines what an entity can and cannot do, as well as its
potential opportunities and risks. This will be part of the basis for evaluation of business
performance.

Table 5.1 SWOT Analysis

Strengths Weaknesses
- Providing an easily accessible - Unstable economic situation
location for customers. - Lack of capacity
- Providing an environment good for - Competitors can often similar
giving professional service in an services quickly
attractive, relaxing atmosphere.
- High clients/ customers loyalty
- Reasonable/affordable price
- Strong knowledge of the service
- Clean and hygienic services

Opportunities Threats
- High potential target market - Competitors provide same services
- High opportunities to expand at low prices
business with new services - High competition in market
- More customers booking online - Global financial crisis
- Internet potential for advertise the
Spa
- Provide different services
BIBLIOGRAPHY

BOOKS

 Bodeker, G.,& Cohen, M. (2008). Understanding the global spa industry spa
management.

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  Estipona, E. (2010). Spa massage therapy and wellness resource book and career
guide.
 Karnik, S.,& borkar, D.S (2013). Challenges of manpower is spa industry.
 Krishna, A.V (2009). Spa industry: coming of age

WEBSITES
(http://www.businessdictionary.com/definition/service-business.html)
(www.leniohospitality.com).
(http://www.aect.org/edtech/ed1/41/41-01.html)
(https://www.mindtools.com)
(americanspa.com/business/power-lighting)
(https://www.asean.org/wp-content/uploads/2012/05/ASEAN-Spa-Services-Standard-
1.pdf)

APPENDICES
APPENDIX A
INTERVIEW GUIDE/ SURVEY QUESTIONNAIRE
Dear Respondents,
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 We are conducting a study entitled Service Standard of D’Bamboo Body
Massage Spa. Please give a few minutes of your time to answer this survey
questionnaire. Rest assured that your responses will be held confidential and will only be
used for statistical evaluation and academic purposes. Thank you very much and God
bless.
THE RESEARCHERS
A. PERSONAL INFORMATION
Direction: Please fill in or check the item that corresponds to your answer.

Name (Optional): _________________________

1. Age
___ 19-21 years old
___ 22-24 years old
___ 25-27 years old
___ 28-30 years old
2. Sex
___ Male
___ Female
3. Employment Status
___ Single
___ Married
___ Widowed
4. Monthly Income
___ 5,000-10,000
___10,000-20,000
___20,000 above

B. (Employees)

1. Do you find working in the spa satisfying?

___ Yes
___ No
2. Do you maintain the quality of customer service?
___ Yes
___ No
3. Do you regularly ask your customers to give feedback about your
performance?
___ Yes
___ No
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 4. When problems with quality services are identified, do you take quick action
to solve them?
___ Yes
___ No
5. If you are given a chance, do you also want to have a spa business?
___ Yes
___ No

INTERVIEW GUIDE
o Why did you engaged in this kind of business?

o How and why did you come up in putting the said business?

o What services do you offer?

o What are your objectives and goals?

o Do you provide consultations before treatment?

o Do you have protocols already? Or do you have a new protocol?

o Who managed the business?

o When did it start?

o Do you have any branches? If yes, how many?

a) People

o How many employees do you have?

o How old they are?

o Do they have any health problems?

o Do they communicate effectively with their colleagues and clients?

o Are they suitably groomed and attired in accordance with the professionally
accepted level of hygiene and the company’s operational standards?

o Do they maintain the level of professional service etiquette and demeanors at all
times?

o What are the courses taken by your employees?

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o Do they successfully complete any related qualifications with valid certificate?

o Have they completed the company’s premises orientation program upon

commencement of employment?

o Are they fully aware of the company’s service standard?

o Do you conduct employee training?

o What are the trainings?

o How often do they attend?

o Do you have measurement tool to assess the effectiveness of the training they
attend to?

o Do you measure the employee satisfaction in your company?

o Is there any activity implemented in your company to promote work and life
balance?

b) Product

o Does your product organic or natural?

o Are they biodegradable in nature?

o Are they ethically sourced and manufactured, without exploitation of

people and environment?

o Does the beneficial effects or efficacy claims of products used or sold

exaggeratedly?

o Does your product conform to the ASEAN Harmonization Act or any

amendments thereof: certificate of manufacture, certificate of free sale or
good manufacturing practices (GMP), local food and drug (FDA)?

o For inventory control, do the product used-by-dates?

o For usage purposes, does the product used in accordance with standard
hygiene practices and does the unused portion returned to the bulk
container?

o Storage: are the products stored under appropriate conditions and

temperature as recommended by the product manufacture?

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 o Hygiene: are the tools and equipment’s used to apply, transfer or use
product maintained in a clean and hygienic condition at all times? Was it
safe and free from harmful?

c) Equipment

o Does the area equip with suitable and appropriate tools and operational
equipment necessary for the efficient and professional deliverance of
services?

o Was it maintained in accordance with the supplier manual and kept in

good repair?

o Was it used in accordance with the manual?

o Does the instructions for its safe usage clearly displayed in equipments
used by clients?

o Does all equipments legally certified for the use in the spa?

o Does all equipment keep hygienically clean and orderly at all times?

d) Environment

o Does your company located in a convenient, safe and will not endanger an
individual’s health?

o Does your company located in the same building as another business

enterprise? If yes, does other business activity interfere with the provision
of spa service?

o In case your spa provides several different kinds of service in the same
location, do you have a clearly separated space for each service?

o Does your company conform to all local building or industry regulations?

o Does your reception area have sufficient seats for clients?

o Do you maintain an appropriate level of privacy for the client?

o Does both inside and outside areas are hygienically clean and orderly at all
times?

o Does the building constructed of sturdy, durable materials?

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o In areas where water is used for the services, does the floor made of non-
slippery and easy to clean materials?

o For safety purposes, does your company have a clearly marked signage,
floor plans, emergency exits, emergency lighting, smoke detectors, fire
extinguisher, and fire alarms?

o Does the lighting appropriate in each are of the spa?

o What about the ventilation?

o Does your company have a waste management system installed?

o For client facilities, do you have sufficient number of clean and proper
bathrooms, toilets, hand-washing basins, and separated changing rooms
for men and women?

o Does the company’s decoration appropriate and do not cause offense or

violate any social customs, national culture and morals?

o Does the music played inside the area are comfortable in audible level?

o For furniture, was it comfortable, practical and in good condition?

o Does your location accessible by senior citizens and those with physical
disabilities?

APPENDIX B

Request Letter to Validate Questionnaire

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 APPENDIX C

Request letter to Conduct Survey

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CURRICULUM VITAE

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 CARMINA C. BUSTARDE

#457 Brgy. Nalsian Norte Malasiqui, Pangasinan

Contact Number: 0910-0167-156

E-mail: bustardecarminacancino@gmail.com

Personal Information

Date of Birth: October 19, 1999

Age: 21 years old

Place of birth: San Carlos City, Pangasinan

Civil status: Single

Citizenship: Filipino

Language: Filipino/English/Pangasinan

Educational Background

SHS: University of Luzon

Perez Blvd. Dagupan City

Accountancy, Business and Management

2017-2018

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Secondary: Malasiqui Catholic School

Malasiqui, Pangasinan

2015-2016

Elementary: Nalsian Tomling Elementary School

Nalasian Norte Malasiqui, Pangasinan

2011-2012

JEAN Q. BARROZO

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 Purok 7 Nibaliw Mangaldan Pangasinan

Contact Number: 0995-9570-27

E-mail: barrozojeanquiros4@gmail.com

Personal Information

Date of Birth: February 4, 2000

Age: 21 years old

Place of birth: Mangaldan, Pangasinan

Civil status: Single

Citizenship: Filipino

Language: Filipino/Tagalog

Educational Background

SHS: University of Luzon

Perez Blvd. Dagupan City

Accountancy, Business and management

2017-2018

Secondary: The Right Formation School

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 Embarcadero Mangaldan, Pangasinan

2015-2016

Elementary: Embarcadero Elementary School

Embarcadero Mangaldan, Pangasinan

2011-2012

RHEYMACLAIRE G. PEREZ

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 #296 Tombor Binmaley, Pangasinan

Contact Number: 09072559216

E-mail: perezrheymaclaire@gmail.com

Personal Information

Date of Birth: March 14, 2000

Age: 21 years old

Place of Birth: Binmaley, Pangasinan

Civil Status: Single

Citizenship: Filipino

Language: English/Tagalog

Educational Background

SHS: Parayao National High School

Papagueyan Binmaley, Pangasinan

General Academic Strand

2017-2018

Secondary: Parayao National High School

Papagueyan Binmaley, Pangasinan

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 2015-2016

Elementary: TomborElementary School

Tombor Binmaley, Pangasinan

2011-2012

ESTEFANIE C. VILLANUEVA

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 #69 Nibaliw, Mangaldan Pangasinan

Contact Number: 09121132946

E-mail: estefvillanueva22@gmail.com

Personal Information

Date of Birth: March 14, 1999

Age: 22 years old

Place of Birth: Mangaldan, Pangasinan

Civil Status: Single

Citizenship: Filipino

Language: English/Tagalog

Educational Background

SHS: Mangaldan National High School

P. De Guzman St. Mangaldan, Pangasinan

Accountancy Business Management

2017-2018

Secondary: Mangaldan Natioal High School

P. De Guzman St. Mangaldan, Pangasinan

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 2015-2016

Elementary: Nibaliw Elementary School

Nibaliw Mangaldan, Pangasinan

2011-2012

DONNALYN M. DELA CRUZ

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 #154 Longos Proper San. Fabian

Contact Number: 09129282968

E-mail: donnalyndlcrz09@gmail.com

Personal Information

Date of Birth: December 22, 1999

Age: 21 years old

Place of Birth: Longos Proper San Fabian, Pangasinan

Civil Status: Single

Citizenship: Filipino

Language: English/Tagalog

Educational Background

SHS: Mangaldan National High School

P. De Guzman Mangaldan, Pangasinan

Accountancy Business Management

2017-2018

Secondary: Mangaldan National High School

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 P. De Guzman Mangaldan, Pangasinan

2015-2016

Elementary: Longos Proper Elementary School

Longos Proper San Fabian, Pangasinan

2011-2012

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